Accessible Customer Service Policy

Intent

HR à la carte strives at all times to provide goods and/or services in a way that respects the dignity and independence of persons with disabilities.

This policy is available in alternate formats upon request.

Practice

Communication:
HR à la carte employees will communicate with persons with disabilities in ways that take into account their disability.

Training:
HR à la carte will ensure that all employees and contractors who interact with our customers and other third parties receive training as required by the Accessibility Standards for Customer Service. In addition, training will be provided to HR à la carte employees as part of orientation training for new employees and on a continuing basis as required, such as when changes are made to HR à la carte’s Accessible Customer Service Policy.
Training will include:

A review of the purposes of the Accessibility for Ontarians with Disabilities Act, 2005, and the requirements of the Accessibility Standards for Customer Service;

How to interact and communicate with persons with various types of disabilities;

What to do if a person with a disability is having difficulty in accessing goods, services or resources;

How to interact with persons with disabilities who use assistive devices or require the assistance of a service animal or a support person;

Assistive Devices:
HR à la carte is committed to serving persons with disabilities who use assistive devices to obtain, use or benefit from our goods and/or services.

While HR à la carte and its employees are committed to familiarizing themselves with the various assistive devices that may be used by customers, where an employee is not immediately able to service the customer via the assistive device he/she uses, that employee will immediately refer the matter to the Managing Director who will be vested with the responsibility to achieve the necessary customer service to that customer via that assistive device as quickly as reasonably possible.

Use of Service Animals and Support Persons:
Although HR à la carte operates virtually, there are times when the Company hosts an event or seminar using rented facilities. HR à la carte will comply with the said facility’s Accessible Customer Service Policy in these circumstances. Where the said facility has no Accessible Customer Service Policy, HR à la carte’s policy will be as follows:

Persons with disabilities may bring their service animal on the parts of the premises that are open to our customers or other third parties, and the animal is not otherwise excluded by law. HR à la carte will ensure that all employees, including volunteers and third parties, dealing with customers are trained in how to interact with persons with disabilities who are accompanied by a service animal. It is the responsibility of the person with a service animal to control the animal at all times. In the event an employee is allergic to animals, alternative arrangements will be negotiated.

Any person with a disability who is accompanied by a support person will be allowed to enter the premises open to customers or other third parties with his or her support person. At no time will a person with a disability who is accompanied by a support person be prevented from having access to his or her support person while on the premises.

Consent from the person with a disability is required when communicating private issues related to the person with a disability, in the presence of a support person.

Notice of Temporary Disruptions:
HR à la carte will make reasonable efforts to provide customers with notice in the event of a planned or unexpected disruption in the services normally used by persons with disabilities. This notice will include information about the reason for the disruption, how long the disruption is expected to last, and a description of any alternative services, if available.

Feedback Process:
HR à la carte welcomes feedback, including feedback in the delivery of goods and/or services to persons with disabilities. Customers can submit feedback in the following ways:

Customers can expect to hear back within 5 business days. All complaints will be acknowledged within 24 hours of receipt and responded to within 5 business days.

Modifications to this or Other Policies:
HR à la carte is committed to developing customer service policies that respect and promote the dignity and independence of persons with disabilities. Therefore, no change will be made to this policy before considering the impact on persons with disabilities. Any HR à la carte policy that does not respect and promote the dignity and independence of persons with disabilities will be modified or removed.

Questions about this Policy:
This policy exists to achieve service excellence to customers with disabilities. If anyone has a question about this policy, please contact: